# GoLearn – Automated Waiting Lists Guide

HTML version: [GoLearn – Automated Waiting Lists Guide](https://support.gladstonesoftware.cloud/golearn/golearn-automated-waiting-lists-guide)

## Problem

Members want to join full classes or be notified when spaces become available. Staff need a way to manage waiting lists efficiently, automate member notifications, and allow online self-service for joining and managing waiting lists.

## Resolution

### 1. Understanding Waiting Lists and Held Spaces

- **Held Spaces:** Temporarily holds a space in a class for a set period (default is 24 hours). If not taken, spaces are offered to those on waiting lists.
- **Priority Waiting List:** For existing members marked for movement into a full class.
- **General Waiting List:** For new or existing members who add themselves to a waiting list for a full class.

**Note:** Members offered a space remain in the "offering pool" until the space is taken or no longer available.

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### 2. Managing Waiting Lists In-Centre

1. Go to the **"Waiting Lists"** section in GoLearn.
2. Choose the relevant course group and level.
3. Book a member onto the **General** or **Priority** waiting list for all sessions in one step, or:
   - Select a specific class and add a member to any waiting list type.
4. Optionally add an expiry date and additional notes during booking.
5. View members in the relevant waiting list, including:
   - Date/time added
   - Number of times offered a space
   - Last contacted
   - Expiry date (if set)
6. To move a member between waiting list types, repeat the booking process for the same class but select a different list type.
7. To view or edit a member’s waiting lists and held spaces, access their profile in GoLearn.
   - Edit expiry date or notes, or remove the member from the waiting list as needed.
   - To change list type, go to the waiting list for the specific class.

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### 3. Managing Waiting Lists Online

#### **Online Joining**

- If "Enable a member to add themselves to a waiting list" is set to **TRUE**, members booking via online joining can select "Join waiting list" for full classes.
- New members start as "PENDING" members until they become full members by booking a class.
- Members can manage their waiting lists online and remove themselves if needed.
- When a space becomes available, they see an "Add to basket" option to book.

#### **HomePortal Movements**

- If "Enable a member to add themselves to a waiting list via a movement" is set to **TRUE**, moving members can add themselves to a waiting list for any full class.
- Moving members join the **Priority** waiting list.
- Members can "Move" into available spaces via HomePortal.
   - After a successful move, related waiting list notifications stop and the member is removed from all waiting lists for that course.
   - If a space has already been taken, members see an error message when trying to move; the "Move" button disappears after 15 minutes.

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### 4. Setting Up Contact Triggers

- **After being added to a waiting list:** Sends an email when a member is added to a waiting list in-centre. Not sent if member self-joins online.
- **After space becomes available on a class with a waiting list:** Notifies waiting members when a space opens, allowing them to book or move into it.
  1. Go to **Settings > Members > Contact Triggers > Add Trigger**.
  2. Set "Centres, Courses, and Levels" and "Payment Plans" as required.
  3. Use the "Waitinglist List Type" condition to tailor messages.
  4. Set up contact actions for member and/or teacher notifications.
  5. Use message placeholders like class name, day, time, and HomePortal address for clarity.
- **After being removed from a waiting list:** Notifies when a member is removed from Priority or General waiting list (does not apply to Held spaces).

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### 5. Setting User Permissions for Waiting Lists

- **View the waiting list:** Access the waiting list overview, filter lists, view/manage member-specific waiting lists.
- **Add someone to the waiting list:** Add members from the overview or individual class screens.
- **Edit an existing waiting list entry:** Edit notes or expiry dates for members on a waiting list.
- **Delete a waiting list entry:** Remove members from class or all waiting lists (with required permissions).

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### 6. Waiting List Settings (Configurable by Support Request)

- The settings that control online waiting lists, HomePortal movements, notification batch sizes and timings, expiry and pending-member clean-up are changed by support request. When requesting changes, specify the field name and desired config option.
- Each setting, its default and its allowed values are listed in [AWL Configs](awl-configs.md).

## Notes

- Once offered, a member remains eligible to book a space until it is taken, even if offered to others later.
- Members can only change between waiting list types through class-specific waiting list management.
- All waiting list settings changes require support team involvement.
- Permissions must be set to allow staff to manage waiting lists as needed.
- Related: [How to Hold a Space](how-to-hold-a-space.md); [Adding a Member to Multiple General Waiting Lists](adding-a-member-to-multiple-general-waiting-lists.md).